Berlin Packaging is the premier supplier of rigid packaging. With over $3 billion in revenue, we grow 5x faster than the overall packaging industry.
Chances are you enjoy products supplied by Berlin Packaging every day! We serve virtually every end market: automotive, beverage, food, home care, industrial chemical, pet care and veterinary, personal health and beauty, wine and spirits, and cannabis.
Combine that with our “Anything is Possible” mindset and our winning culture, our 2,000+ employees agree, we love it here. Our engagement scores are 2x the national average. And every single employee shares in Berlin’s profitable growth.
In order to continue our record growth streak, we need people like YOU to join our team!
Are you up for the opportunity of a lifetime? If so, we are seeking a Enterprise Technical Support Manager, who will be responsible for leading the day-to-day activities of the global IT support function. The role is a transformative, high-visibility role that requires a strong technical leader in addition to a strong people leader that excels in a fast paced and rapidly growing company. Responsible for management and mentoring of both technical support staff and supervisory staff, including teams within other global business units. Responsible for development and adoption of a self-service model and the continued support and implementation of industry best practices.
This leadership role includes delivering, maintaining, and supporting all aspects of our internal employees’ end user environment and assigned equipment and implementing methodologies to reduce escalations and drive a proactive self-service model of support. An important responsibility of the Enterprise Technical Support Team is to ensure adherence to existing polices and develop guidelines and procedures to improve the effectiveness and efficiency of the team.
Key Accountabilities:
• Direct management, recruitment, performance assessment, and mentorship of a talented, high performing team of both full time and contract staff across multiple geographies.
• Lead teams responsible for supporting internal employees in all end user and facility support functions including primary support, desktop engineering, access management, procurement, communication, and collaboration technologies.
• Proactively identify opportunities to eliminate manual and/or repetitive processes through automation.
• Ownership of related technical support processes and policies, ensuring all processes are thoroughly documented, consistently audited, and continuously improved.
• Oversight and promotion of internal knowledge base.
• Manage and refine support procedures for all end-user requests, incidents, and escalations in line with ITIL standards and industry best practices, including maintaining metrics on tickets, incidents, and team statistics.
• Publish KPIs for the overall IT Department.
• Oversight of IT purchasing and procurement.
• Prepare budgets and forecast IT spending trends for end user equipment, subscription, and software licensing.
• Actively engage and lead IT projects assigned in conjunction with project managers from planning stages to completion.
• Ability to be flexible and take on new skills and responsibilities as the role evolves with the changing technologies and methods common within the field.
• Coordinate and collaborate with relevant stakeholders, including technical support teams, department leads, and IT senior leadership on activities and operations of the team.
• Respond to escalated support tickets and provide incident management and corporate communications when required.
• Evaluate new hardware and software technologies and be able to understand and determine their value and fit within the organization.
• Ability to assess the technical abilities of your direct reports and provide both leadership and mentoring for both junior and established staff.
• Model the Berlin Values and serve as a champion for the Berlin Culture as defined in the employer and employee portions of the T-Chart.
Knowledge, Skills, Abilities:
• Bachelor’s degree in a STEM field or the equivalent experience and certifications required.
• At least one industry related technical certification required (ITIL and CISSP certifications desired).
• 10+ years’ experience within the IT field including 6+ years’ experience in a technical IT managerial role.
• 6+ years of hands-on experience as a technical support engineer or in a direct technical support role.
• Demonstrated advancement from entry level support or engineering into a managerial role within a structured IT support environment.
• Must demonstrate a strong technical background along with a continuous improvement-focused approach to IT support.
• Highly motivated, results-oriented leader of a team technicians and engineers.
• Experience with ITSM performance metrics analysis and presenting them as clear KPIs and actionable information.
• Excellent service and vendor management skills, including managing third party suppliers and contractors.
• Display and apply knowledge of technologies including, but not limited to: Office 365, WAN/LAN Technologies, SCCM, VMware, Okta, Mimecast, Windows OS, Active Directory, PowerShell, and an awareness and understanding of additional software programs and technologies relevant to technical infrastructure environments.
• Experience with mergers and acquisitions.
• Understanding of networking concepts and cybersecurity principles.
• Experience with IT auditing requirements and overall IT compliance and adhering to SOX and PCI Compliance.
• Multilingual language skills are preferred – especially Spanish, Italian, French, or Dutch.
Working Environment:
- Corporate Headquarters (hybrid work from home and in office environment, as per company policies)
Berlin Packaging offers an outstanding compensation and benefits package including:
- 1Berlin Shared Ownership Plan
- Profit sharing
- 401(k) with company match
- Medical insurance including dental insurance
- Health Savings Account (HSA)
- Flexible spending accounts (FSAs) for transportation, medical, and dependent care expenses
- Vision insurance options
- Paid parental leave for up to 12-weeks
- Health club reimbursement
- Tuition reimbursement
- 529 college savings plan
- Employee Assistance Program for mental health and well-being
- Calm app to improve mental wellbeing
- Employee referral program
- Company sponsored life insurance with optional voluntary life insurance
- Company sponsored short- and long-term disability
At Berlin Packaging, we look at candidates’ skills but hire based on traits. We believe in hiring smart, passionate people who are thirsty for knowledge and enthusiastic to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
Berlin Packaging provides equal employment opportunities for all employees and applicants for employment without regard to race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
Visit our Careers page for more information on our Anything is Possible culture and Total Rewards offerings.
*This position is not eligible for sponsorship.
*Berlin Packaging maintains a smoke-free workplace.
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